NPS

How we ensure customer feedback reaches the right people and solutions are communicated back to elevating teams.

Closed Loop

Feedback and support from supervisors to employees delivered in one-on-one sessions or during team huddles.

Coaching

A way of understanding our position versus those of our competitors. This benchmark will help us set our goals for score improvement and inform our decision making.

Competitive Benchmark NPS

A measure of how loyal a customer is, or how strongly our customers will "advocate" for us. The Net Promoter System categorizes customers into three categories based on advocacy: Promoters, Passives and Detractors.

Customer Advocacy

Opportunities for our supervisors to reach back out to customers and learn more about their interaction with us.

Customer Call backs

Our best product

Customer Experience

Quotes and feedback from customers regarding their experiences, captured through multiple open-end questions in the survey

Customer verbatim

Customers who are not happy with our service and who will tell others not to choose us. They are dissatisfied and often angry, scoring us at a 0 to 6 in terms of their likelihood to recommend us.

Detractors

A process to make sure feedback and issues that cannot be solved by a local team are shared with a division, region or enterprisewide team (our Journey Teams) for review and development of a recommended solution.

Elevation

Through a recurring survey that measures how our employees feel about Comcast as a place to work and about our products and services.

Employee NPS

Team feedback, problem solving and elevations through daily check-ins between the team and supervisor (two-way dialogue).

Huddle

Continuous learning and improvement at an individual and team level based on customer feedback and information sharing. Teams host huddles, one-on-one coaching sessions, and identify issues for elevation.

Inner Loop

led by business owners - are in place to address systemic issues as they are identified. Help identify processes, policies and products that need improvement and take action to create solutions. Focused on five key customer experience areas: Billing, Reliability, Repair, Onboarding, and People and Culture.

Journey Teams

"How likely are you to recommend XFINITY from Comcast to friends and family?" This single question allows us to track promoters and detractors and measures how our customers feel about their overall experience with us.

Net Promoter Question

A simple, easily understandable score that shows our progress in making the customer experience our best product. It is calculated based on a customer's likelihood to recommend our products and services based on the Net Promoter Question. Net Promoter Score = promoters - detractors.

Net Promoter Score

The Net Promoter System is a new way of operating that will help us create and build customer loyalty. The system encourages our employees, managers and supervisors to own every interaction with the customer and to consider everything from the customer's point of view.

Net Promoter System

Receives and handles elevations from the Inner Loop and ensures solutions are identified and communicated back to elevating teams. Elevations are either prioritized and addressed by the business or our Journey Teams, or are deprioritized. Regardless, solutions and actions are shared to close the loop.

Outer Loop

Customers who are satisfied, but not motivated to recommend us. They are likely to leave us if attracted by a competitor's promotion or advertising. They score us at a 7 or 8 in terms of their likelihood to recommend us.

Passives

A training manual and resource for our managers and employees to understand and adopt the Net Promoter System.

Playbook

Customers who are loyal and enthusiastic supporters, and will tell others to choose us. They score us at a 9 or 10 in terms of their likelihood to recommend us.

Promoters

An ongoing survey that measures how customers feel about their overall experience with Comcast as a brand.

Relationship NPS

Our effort to bring the Net Promoter System to all frontline employees and our outsource partners by year-end 2016.

Rollout

New actions and steps put in place to inform how we work together and interact with our customers. This includes huddles, coaching, call backs and elevations.

Work Practices

Through a one-time survey, measures how our customers feel after a single interaction with our employees, such as paying a bill or talking to an agent.

Transactional NPS